ComplaintsforCafe Vita Coffee Roasting Co

• Initial Complaint

  01/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered these bags of coffee in whole bean because I grind my own at home for espresso. The seller is telling me that I ordered them in an espresso grind. There are 2 things false about that last sentence. I didn't order them in espresso grind and the grind that I received is also not an espresso grind. So, even when I try to use this coffee for espresso the grind is entirely too coarse. I made and sent them a video of me opening a sealed bag, filling the portafilter group basket with their coffee, tamping it at 30lbs (industry standard), and pulling a shot that took 5 seconds. A typical shot should take between ***** seconds. This is because the grinds are smaller and it takes the water more time to travel through the coffee which results in extracting the best flavor. I also sent the same photos I attached to this complaint which clearly show that the grind is too large. The employee I dealt with ignored me for several days and finally gave me a passive-aggressive response refusing to make the situation right. I gave him several chances and opportunities to resolve the matter and he refused at every step. At one point they offered me a single bag as compensation which I refused because I paid for 4 bags. I pasted a link below to the same video I sent this employee: ********************************************************

  Business response

  03/13/2024

  Hey ****,
  
  This is ********************* COO of Caffe Vita. I Apologize for what appears to be sending you ground coffee when you wanted Whole bean. I further apologize on how we handled it. If you are looking for a refund of $72, I am happy to help facilitate that. ********************* is our controller and should be able help on the refund.
  Also, included in on this *************************** who is our Director of Ecommerce. We would be happy to send you some Whole bean coffee for free as well.
  
  Sorry for the inconvenience, (I cut and pasted your communication for scope)
  
  
  
  
  I ordered these bags of coffee in whole bean because I grind my own at home for espresso. The seller is telling me that I ordered them in an espresso grind. There are 2 things false about that last sentence. I didn't order them in espresso grind and the grind that I received is also not an espresso grind. So, even when I try to use this coffee for espresso the grind is entirely too coarse. I made and sent them a video of me opening a sealed bag, filling the portafilter group basket with their coffee, tamping it at 30lbs (industry standard), and pulling a shot that took 5 seconds. A typical shot should take between ***** seconds. This is because the grinds are smaller and it takes the water more time to travel through the coffee which results in extracting the best flavor. I also sent the same photos I attached to this complaint which clearly show that the grind is too large. The employee I dealt with ignored me for several days and finally gave me a passive-aggressive response refusing to make the situation right. I gave him several chances and opportunities to resolve the matter and he refused at every step. At one point they offered me a single bag as compensation which I refused because I paid for 4 bags. I pasted a link below to the same video I sent this employee: **********************************
  
  *******************;
  COO
  *******************
  O: ************ | C: ************
  caffevita.com | @caffevita  
  
  

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